Transitional Historical Reports

Agent Attendance
Historical

The Agent
Attendance Historical Report gives the Total staffed time, Handled time, Wrap
time, Not Ready time, Time in the Ringing state, Available time, and the number
of calls handled by an agent for the specified period for all splits or skills
the agent was logged into.

You can display the report in a daily view (the default), a weekly
view, a monthly view, or an interval view. When you are viewing report output,
click the Agent Attendance Historical Report drop-down list (located to the far
right in the menu bar) to choose an alternative view.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped and sorted by Agent Name and then by Date (Daily); Date
Time (Interval); Week (Weekly); or Month (Monthly).

Value List:
Agent

Database Schema
Table(s) from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Precision_Queue

Current Fields
in the Agent Attendance Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date/Date Time/Week/Month

The
date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The
year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Log On
Duration

The
total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.

Derived
from: Agent_Interval.LoggedOnTime

Handled Calls

The
number of Unified ICM Routed tasks this agent has handled across skill groups
during the interval.

Derived from: Agent_Skill_Group_Interval.CallsHandled

Handled
Time

The
total number of seconds spent on inbound calls that have been answered and have
completed wrap-up by agents across skill groups during the interval.

Derived
from: Agent_Skill_Group_Interval.HandledCallsTime

Wrap
Time

The
total time in HH:MM:SS (hours, minutes, seconds) that the agent spent in
wrap-up on incoming and outgoing tasks in the interval.

How long
an agent is in Reserved state. This is counted using Agent state.

Derived
from: Agent_Skill_Group_Interval.ReservedStateTime

Internal Calls

The
number of internal calls agents across skill groups ended during the interval.

Derived from: Agent_Skill_Group_Interval.InternalCalls

Internal
Calls Time

The
total number of seconds an agent across skill groups spent on internal calls
that ended during the reporting interval.

Derived
from: Agent_Skill_Group_Interval.InternalCallsTime

Avail
Time

The
total time in seconds an agent was in the Not_Active state across skill groups
during the reporting interval. AvailTime is included in the calculation of
LoggedOnTime.

Derived
from: Agent_Interval.AvailTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived
from: Agent_Interval.NotReadyTime.

Report
Summary: This report has a report summary for all data.

Agent Skill
Historical

The Agent
Split/Skill report shows an individual agent's performance by split or skill
for the specified period.

You can display the report in a daily view (the default), a weekly
view, a monthly view, or an interval view. When you are viewing report output,
click the Agent Skill Historical Report drop-down list (located to the far
right in the menu bar) to choose an alternative view.

Query: This report data
is built from an Anonymous Block.

Views: This report has
only a Grid view.

Grouping: This report
is grouped by Agent Name then Skill Group Name, and sorted by Date (Daily);
Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent

Database Schema Table(s)
from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Precision_Queue

Current Fields
in the Agent Skill Historical Report

Current fields are
those fields that appear by default in a report generated from the stock
template. You can change them. Current fields are listed below in the order
(left to right) in which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Precision Queue/ Skill Group Name

The
precision queue's enterprise name or the enterprise skill group's enterprise
name.

The
number of incoming calls to this agent that were placed on hold in the
interval.

Derived
from: Agent_Skill_Group_Interval.IncomingCallsOnHold

Hold
Time

The
total number of seconds that inbound ACD calls that an agent associated with
this skill group placed on hold that ended during the reporting interval.

Derived
from: Agent_Skill_Group_Interval. IncomingCallsOnHoldTime

Transferred Calls

The
number of calls this agent transferred to another agent or skill group in the
interval. This includes Consultative Calls if this transfer was
consultative-not blind. The value is updated at the time the agent completes
the transfer of the call.

This is
a calculated field, derived from:
Agent_Skill_Group_Interval.TransferredOutCalls +
Agent_Skill_Group_Interval.NetTransferredOutCalls

Report Summary: This
report has a report summary for all data.

Agent Summary
Historical

This report lists
the totals for each agent in the group summed over all splits/skills that the
agent was logged into during the time period covered in the report, displayed
on a daily basis (the default view). This report also contains information on
the overall occupancy of the selected agent group, expressed as a percentage,
both with and without Wrap Time included.

You can display
the report in a daily view (the default), a weekly view, a monthly view, or an
interval view. When you are viewing report output, click the Agent Summary
Historical Report drop-down list (located to the far right in the menu bar) to
choose an alternative view.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped by Agent Name and sorted by Date (Daily); Date Time
(Interval); Week (Weekly); or Month (Monthly).

Value List:
Agent

Database Schema
Table(s) from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Precision_Queue

Current Fields
in the Agent Summary Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date/Date Time/Week/Month

The
date, interval, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The
year of the selected row's data. (Applicable only for monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Handled
Calls

The
number of inbound calls that have been answered and have completed wrap-up by
agents across skill groups during the interval.

Derived
from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The
total number of seconds spent on inbound calls that have been answered and have
completed wrap-up by agents across skill groups during the interval.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg
Handle Time

The
average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).

How
long an agent is in Reserved state. This is counted using Agent state.

Derived from: Agent_Skill_Group_Interval.ReservedStateTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived from: Agent_Interval.NotReadyTime.

Avail
Time

The
total time in seconds an agent was in the Not_Active state across skill groups
during the reporting interval. AvailTime is included in the calculation of
LoggedOnTime.

Derived from: Agent_Interval.AvailTime

Log On
Duration

The
total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.

Derived from: Agent_Interval.LoggedOnTime

Transferred Calls

The
number of calls this agent transferred to another agent or skill group in the
interval. This includes Consultative Calls if this transfer was
consultative-not blind. The value is updated at the time the agent completes
the transfer of the call.

Agent Team
Historical

The Agent Team
Historical Report Interval gives the total staffed time, handled time, wrap
time, occupancy, Not Ready time, time in the ringing state, extension time,
available time, and the number of calls handled by a team and its agents for
the specified time period.

You can display the report in a daily view (the default), a weekly
view, a monthly view, or an interval view. When you are viewing report output,
click the Agent Team Historical Report drop-down list (located to the far right
in the menu bar) to choose an alternative view.

Query: This report data
is built from an Anonymous Block.

Views: This report has
only a Grid view.

Grouping: This
report is grouped and sorted by Team Name, then by Agent Name, and then by Date
(Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: AgentTeam

Database Schema Table(s)
from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Agent_Team

Agent_Team_Member

Precision_Queue

Current Fields
in the Agent Team Historical Report

Current fields are
those fields that appear by default in a report generated from the stock
template. Current fields are listed below in the order (left to right) in which
they appear by default in the stock template.

Column
(Field)

Description

Agent
Team Name

The
Enterprise Name of the agent team.

Derived
from: Agent_Team.EnterpriseName

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the
view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data.

Derived from: Agent_Skill_Group_Interval.DateTime

Handled
Calls

The
number of inbound calls that have been answered and have completed wrap-up by
agents across skill groups during the interval.

Derived
from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The
total number of seconds spent on inbound calls that have been answered and have
completed wrap-up by agents across skill groups during the interval

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg
Handled Time

The
average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).

How long
an agent is in Reserved state. This is counted using Agent state.

Derived
from: Agent_Skill_Group_Interval.ReservedStateTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived
from: Agent_Interval.NotReadyTime.

Avail
Time

The
total time in seconds an agent was in the Not_Active state across skill groups
during the reporting interval. AvailTime is included in the calculation of
LoggedOnTime.

Derived
from: Agent_Interval.AvailTime

Log On
Duration

The
total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.

Derived
from: Agent_Interval.LoggedOnTime

Report Summary: This
report has a report summary for all data.

Agent Team
Attendance Historical

The Agent
Attendance Historical Report Interval gives the total staffed time, handled
time, wrap time, Not Ready time, time in the ringing state, extension time,
available time, and the number of calls handled by an agent for the specified
time period for all splits or skills the agent was logged into.

You can display the report in a daily view (the default), a weekly
view, a monthly view, or an interval view. When you are viewing report output,
click the Agent Team Attendance Historical Report drop-down list (located to
the far right in the menu bar) to choose an alternative view.

Query: This report data
is built from an Anonymous Block.

Views: This report has
only a Grid view.

Grouping: This report
is grouped and sorted by Agent Team, then by Agent Name, and then by Date
(Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Agent Team

Database Schema Table(s)
from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Agent_Team

Agent_Team_Member

Precision_Queue

Current Fields
in the Agent Team Attendance Historical Report

Current fields are
those fields that appear by default in a report generated from the stock
template. Current fields are listed below in the order (left to right) in which
they appear by default in the stock template.

Column
(Field)

Description

Agent
Team Name

The
enterprise name for the Agent Team Name.

Derived
from: Agent_Team.EnterpriseName

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date/Date Time/Week/Month

The
interval, date, week, or month, depending on the view/report selected.

Derived from: Agent_Skill_Group_Interval.DateTime

Year

The year of the selected row's data. (Applicable only for
monthly report.)

Derived from: Agent_Skill_Group_Interval.DateTime

Login
Name

The
Login name for the Agent.

Derived
from: Person.LoginName

Log On
Duration

The
total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.

The
total time in seconds an agent was in the Not_Active state across skill groups
during the reporting interval. AvailTime is included in the calculation of
LoggedOnTime.

Derived
from: Agent_Interval.AvailTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived
from: Agent_Interval.NotReadyTime.

Report
Summary: This report has a report summary for all data.

Call Type Skill
Group Historical

The Call Type
Skill Group Historical Report summarizes the activity for an entire skill for
each call type showing the date, inbound calls, average speed of answer,
abandoned calls, average abandoned time, handled calls, average handled time,
average wrap time for a given period, service level, and abandoned within
service level on a daily basis (the default view).

You can display the report in a daily view (the default), a weekly
view, a monthly view, or an interval view. When you are viewing report output,
click the Call Type Skill Group Historical Report drop-down list (located to
the far right in the menu bar) to choose an alternative view.

Query: This report data
is built from an Anonymous Block.

Views: This report has
only a Grid view.

Grouping: This report
is grouped and sorted by Call Type Name, Skill Group Name, and then by Date
(Daily); Date Time (Interval); Week (Weekly); or Month (Monthly).

Value List: Call Types

Database Schema Table(s)
from which data is retrieved:

Skill_Group

Call_Type

Call_Type_SG_Interval

Media_Routing_Domain

Precision_Queue

Current Fields
in the Call Type Skill Group Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Call
Type Name

The
enterprise name for the call type.

Derived
from: Call_Type.EnterpriseName

Precision Queue/Skill Group Name

The
enterprise name for the Skill Group.

Derived
form: Skill_Group.EnterpriseName

Date/Date Time/Week/Month

The date, interval, week, or month, depending on the
view/report selected.

Derived
from: Call_Type.DateTime

Year

The year of the selected row's data. (Applicable only for
monthly report.)

Derived from: Call_Type_SG_Interval.DateTime

Inbound
Calls

Tasks
that have been offered to this call type during the interval.

Derived
from: sum(isnull(Call_Type_SG_Interval.CallsOffered,0))

Avg
Speed of Ans

The
average answer wait time from when first queue to skill group or LAA select
node was executed for this call to when this call was answered.

The
percentage of all handled tasks of the call type that were queued in the
interval.

This
is a calculated field derived from:

(Call_Type_SG_Interval.CallsQHandled /

Call_Type_SG_Interval.CallsHandled).

Aban in
Queue

The
total number of calls abandoned while in VRU (that is, while undergoing
prompting or listening to voice menus options), calls abandoned while queued to
skill group, and calls abandoned at agent desktop. This value also includes
abandons for calls that are not in the queue. Therefore, the number of calls
abandoned at a VRU before being queued is TotalCallsAband minus
RouterCallsAbandToAgent and RouterCallsAbandQ. Does not include short calls.

Derived
from: sum(isnull(Call_Type_SG_Interval.RouterCallsAbandQ, 0)

Avg Aban
Time

The
average time of abandoned calls for this call type measured in HH:MM:SS (hours,
minutes, seconds) format.

The
Service Level Type used to calculate Service level for the interval.

Derived from: Call_Type_Interval.ServiceLevel.

Aban
with SL

The
total number of calls of this call type abandoned within the service level
threshold during the interval. Valid for both Unified CCE and standard ACD
targets that use translation routes.

Derived from: Call_Type_Interval.ServiceLevelAband.

Report
Summary: This report has a report summary for all data.

Skill
Historical

The Skill Report
shows the calls handled, agent time and assists, and transfers and holds for
each agent in a skill. This report shows only the time each agent worked in
this particular split/skill.

You can display
the report in a daily view (the default), a weekly view, a monthly view, or an
interval view. When you are viewing report output, click the Skill Historical
Report drop-down list (located to the far right in the menu bar) to choose an
alternative view.

Query: This report data
is built from an Anonymous Block.

Views: This report has
only a Grid view.

Grouping: This report
is grouped by Skill Group Name and Agent Name, then by Date (Daily); Date Time
(Interval); Week (Weekly); or Month (Monthly).

Value List: Skill
Groups

Database Schema Table(s)
from which data is retrieved:

Agent

Agent_Interval

Person

Agent_Skill_Group_Interval

Skill_Group

Media_Routing_Domain

Current Fields
in the Skill Historical Report

Current fields are
those fields that appear by default in a report generated from the stock
template. Current fields are listed below in the order (left to right) in which
they appear by default in the stock template.

Column
(Field)

Description

Skill
Group Name

The
enterprise skill group's enterprise name.

Derived
from: Skill_Group.EnterpriseName

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date/Date Time/Week/Month

The
date, interval, week, or month, depending on the view/report selected.

Derived
from: Agent_Skill_Group_Interval.DateTime

Year

The
year of the selected row's data.

Derived from: Agent_Skill_Group_Interval.DateTime

Handled
Calls

The
number of inbound calls that have been answered and have completed wrap-up by
agents in the skill group during the interval.

Derived
from: Agent_Skill_Group_Interval.CallsHandled

Handled Time

The
percentage of time that the agent has spent in Wrap-up state after incoming or
outgoing calls to/from skill groups in relation to LoggedOnTime.

Derived from: Agent_Skill_Group_Interval.HandledCallsTime

Avg
Handled Time

The
average time spent by the agent in handling a task, measured in HH:MM:SS
(hours, minutes, seconds).

How long
an agent is in Reserved state. This is counted using Agent state.

Derived
from: Agent_Skill_Group_Interval.ReservedStateTime

Not
Ready Time

The
total time that the agents spent in Not Ready state for this skill for the
specified time period. Value taken directly from the database.

Derived
from: Agent_Interval.NotReadyTime.

Avail
Time

The
total time in seconds an agent associated with this skill group was in the
Not_Active state with respect to this skill group during the reporting
interval. AvailTime is included in the calculation of LoggedOnTime.

Derived
from: Agent_Interval.AvailTime

Log On
Duration

The
total time during the interval the agent was logged in, measured in HH:MM:SS
(hours, minutes, seconds) format.

Derived from: Agent_Interval.LoggedOnTime

Assists

The
number of calls for which an agent received supervisor assistance during the
report interval.

The
number of calls this agent transferred to another agent or skill group in the
interval. This includes Consultative Calls if this transfer was
consultative-not blind. The value is updated at the time the agent completes
the transfer of the call.

Skill Call Profile
Historical

This report shows
how well the skill you specify performed compared to the predefined service
levels for your call center for the date you specify, for a given time period,
displayed on a daily basis (the default view).

You can display
the report in a daily view (the default), a weekly view, a monthly view, or an
interval view. When you are viewing report output, click the Skill Call Profile
Historical Report drop-down list (located to the far right in the menu bar) to
choose an alternative view.

Query: This
report data is built from an Anonymous Block.

Views: This
report has a Grid view only.

Grouping:
This report is grouped by Skill Group Name and sorted by Date (Daily); Date
Time (Interval); Week (Weekly); or Month (Monthly).

Value List:
Skill Groups

Database Schema
Table(s) from which data is retrieved:

Skill_Group_Interval

Bucket_Interval

Skill_Group

Current Fields
in the Skill Call Profile Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Skill Summary
Historical

The Skill Summary
report summarizes the activity for an entire skill by time. You can use this
report to analyze the overall performance of a skill or to compare two or more
comparable skills.

You can display
the report in a daily view (the default), a weekly view, a monthly view, or an
interval view. When you are viewing report output, click the Skill Summary
Historical Report drop-down list (located to the far right in the menu bar) to
choose an alternative view.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped by Skill Group and sorted by Date (Daily); Date Time
(Interval); Week (Weekly); or Month (Monthly).

Value List:
Skill Groups

Database Schema
Table(s) from which data is retrieved:

Skill_Group

Skill_Group_Interval

Media_Routing_Domain

Current Fields
in the Skill Summary Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Agent Login Logout
Historical

The Agent
Login/Logout (Skill) report shows the times that agents logged in and logged
out, the reason codes associated with the logout (if there is one), and the
skills with which the agents logged in and out.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped by Agent Name, and sorted by Date Time.

Value List:
Agent

Database Schema
Table(s) from which data is retrieved:

Agent_Logout

Agent_Skill_Group_Logout

Skill_Group

Agent

Person

Reason_Code

Agent_Attribute

Attribute

Current Fields
in the Agent Login/Logout Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from:Person.LastName
","
Person.FirstName

Logout
Date/Time

The
date that the agent logged out from the given set of skills, measured in
MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

Derived from: Agent_Logout.LogoutDateTime

Login
Date/Time

The date
and time the agent logged in with the given set of skills, measured in
MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

This is
a calculated field derived from:

Agent_Logout.LogoutDateTime-Agent_Logout.LoginDuration

Extension

The
phone extension into which the agent is logged. Taken directly from the table.

Derived from: Agent_Logout.Extension

Login
Duration

The
length of time that the agent was logged in.

Logout
Reason

A code
and text (if configured) from the peripheral that indicates the reason for the
agent's last state change. If not defined, this displays 0.

Derived
from: Agent_Logout.Reason_Code

Attribute 1-3

The
attributes with which the agent primarily interacted during this session.

Skills
1-3

The
skills with which the agent primarily interacted during this session.

Derived
from: Agent_Skill_Group_Logout.SkillGroupSkillTargetID

Report
Summary: This report has a report summary for all data.

Agent Not Ready
Historical

This report shows
the Total Staffed time, Total Not Ready time, and Not Ready time for each
reason code for an agent.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped and sorted by Agent Name and then by Date and Time every
interval.

Value List:
Agent

Database Schema
Table(s) from which data is retrieved:

Agent

Person

Agent_Team_Member

Agent_Team

Agent_Interval

Agent_Event_Detail

Current Fields
in the Agent Not Ready Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. You can change them. Current fields are listed below in the
order (left to right) in which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Date

The date
and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.

Derived
from: Agent_Skill_Group_Interval.DateTime

Staffed
Time

The
total time that the agents were logged in (staffed) for the specified time
period in any split/skill, measured in HH:MM:SS (hours, minutes, seconds)
format.

Derived
from: Agent_Skill_Group_Interval.LoggedOnTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived
from: Agent_Interval.NotReadyTime

Time in
0

The time
that the agent spent in Not Ready state with the reason code of 0 (zero).

Derived
from: Agent_Event_Detail

Time in
1-9

The time
that the agent spent in Not Ready state with each of the reason codes 1-9.

Derived
from: Agent_Event_Detail

Time in
50002

Not
Ready Time spent in 50002; a CTI OS component failed, causing the agent to be
logged out. This could be due to closing the agent desktop application,
heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in
50003

Not
Ready Time spent in 50003; the agent was logged out because the Unified CM
reported the agent's device as out of service.

Time in
50004

Not
Ready Time spent in 50004; the agent was logged out due to agent inactivity as
configured in agent desk settings.

Time in
50010

Not
Ready Time spent in 50010; the agent did not receive multiple consecutive calls
routed to him/her. The system makes the agent Not Ready automatically so that
additional calls are not routed to the agent. By default, the number of
consecutive calls missed before the agent is made Not Ready is two.

Time in
50020

Not
Ready Time spent in 50020; for deskilling operations on active agents, the
agent was logged out of the skill group due to a deskilling operation that
removed the skill group assignment to that agent. This reason code is used in
the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to
identify the skill group the agent was removed from (due to the deskilling
operation).

Time in
50030

Not
Ready Time spent in 50030; the agent was logged out because the agent was
logged into a dynamic device target that was using the same dialed number (DN)
as the PG static device target.

Time
in 50040

Not
Ready Time spent in 50040; the mobile agent was logged out because the call
failed.

Time
in 50041

Not
Ready Time spent in 50041; the agent's state was changed to Not Ready because
the call failed when the agent's phone line rings busy.

Time
in 50042

Not
Ready Time spent in 50042; the mobile agent was logged out because the phone
lined is connected when using nailed connection mode.

Time
in 32767

Not
Ready Time spent in 32767; the agent's state was changed to Not Ready because
the agent did not answer a call and the call was redirected to a different
agent or skill group.

Time
in 20001

Not
Ready Time spent in 20001; the agent's state was changed to Not Ready and the
agent was forcibly logged out.

Time
in 20002

Not
Ready Time spent in 20002; the normal logout reason code condition from Not
Ready.

Time
in 20003

Not
Ready Time spent in 20003; the agent is not in Not Ready state. A request is
made to place the agent in Not Ready state and then a logout request is made to
log the agent out.

Report
Summary: This report has a report summary for all data.

Agent State Trace
Historical

The Agent State
Trace Historical Report lists each agent's activity and the time it occurred.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped and sorted by Agent Name and then by Date
and Time (Interval).

Value List:
Agent

Database Schema
Table(s) from which data is retrieved:

Agent_State_Trace

Agent

Person

Skill_Group

Media_Routing_Domain

Current Fields
in the Agent State Trace Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Agent
Name

The
first and last name of the agent.

Derived
from: Person.LastName
","
Person.FirstName

Precision Queue / Skill
Group Name

The
Skill Group's enterprise name.

Derived
from: Skill_Group.EnterpriseName

Date
Time

The date
and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.

Derived
from: Agent_Skill_Group_Interval.DateTime

Agent
State

The
state for the Agent.

Derived
from:

CASE Agent_State_Trace.AgentState
WHEN 0 THEN 'Logged Out'
WHEN 1 THEN 'Logged On'
WHEN 2 THEN 'Not Ready'
WHEN 3 THEN 'Ready'
WHEN 4 THEN 'Talking'
WHEN 5 THEN 'Work Not Ready'
WHEN 6 THEN 'Work Ready'
WHEN 7 THEN 'Busy Other'
WHEN 8 THEN 'Reserved'
WHEN 9 THEN 'Unknown'
WHEN 10 THEN 'Hold'
WHEN 11 THEN 'Active'
WHEN 12 THEN 'Paused'
WHEN 13 THEN 'Interrupted'
WHEN 14 THEN 'Not Active'
ELSE CONVERT(VARCHAR, Agent_State_Trace.AgentState)
END

Logout
Reason

The
reason why an agent logged out.

Derived
from:

CASE WHEN Agent_State_Trace.EventName=2 THEN
(SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and ReasonCode=Agent_State_Trace.ReasonCode)
ELSE 'None'
END

Not
Ready Reason

The
reason why an agent is in a Not Ready state.

Derived
from:

CASE WHEN Agent_State_Trace.EventName=3 THEN
SELECT ReasonText FROM Reason_Code WHERE Deleted='N' and ReasonCode=Agent_State_Trace.ReasonCode)
ELSE 'None'
END

Media

The
enterprise name for the Domain.

Derived
from: Media_Routing_Domain.EnterpriseName

Direction

The
direction of the call.

Derived
from:

CASE WHEN Agent_State_Trace.Direction=1 THEN 'In'
WHEN Agent_State_Trace.Direction=2 THEN 'Out'
WHEN Agent_State_Trace.Direction=3 THEN 'Other'
ELSE 'None'
END

Peripheral Call Key

The key
assigned by the peripheral to the call associated with the event.

Derived
from: ISNULL(Agent_State_Trace.PeripheralCallKey,0)

Router
Call Key

This
field is not set for calls.

Derived
from: ISNULL(Agent_State_Trace.RouterCallKey,0)

Router
Call Key Day

This
field is not set for calls.

Derived from: ISNULL(Agent_State_Trace.RouterCallKeyDay,0) in
the calculation of LoggedOnTime.

Agent Team Not
Ready Historical

The Agent Team Not
Ready Historical Report shows the total staffed time, total Not Ready time, and
Not Ready time for each reason code for all agents in an agent group.

Query: This
report data is built from an Anonymous Block.

Views: This
report has only a Grid view.

Grouping:
This report is grouped and sorted by Team Name, then by Agent
Name, and then by Date and Time at every interval.

Value List:
AgentTeam

Database Schema
Table(s) from which data is retrieved:

Agent

Person

Agent_Team_Member

Agent_Team

Agent_Interval

Agent_Event_Detail

Current Fields
in the Agent Team Not Ready Historical Report

Current
fields are those fields that appear by default in a report generated from the
stock template. Current fields are listed below in the order (left to right) in
which they appear by default in the stock template.

Column
(Field)

Description

Agent
Team Name

The
Enterprise Name of the agent team.

Derived
from: Agent_Team. EnterpriseName

Agent
Name

The
first and last name of the agent.

Derived
from Person. LastName
",
" Person. FirstName

Date

The date
and time of the selected row's data in MM/DD/YYYY (month, day, year) and
HH:MM:SS (hours, minutes, seconds) format.

Derived
from: Agent_Skill_Group_Interval. DateTime

Staffed
Time

The
total time that the agents were logged in (staffed) for the specified time
period in any split/skill, measured in HH:MM:SS (hours, minutes, seconds)
format.

Derived
from: Agent_Skill_Group_Interval. LoggedOnTime

Not
Ready Time

The
total time that the agents spent in Not Ready state in all splits/skills for
the specified time period. Value taken directly from the database.

Derived
from: Agent_Interval. NotReadyTime

Time in
0

The time
that the agent spent in Not Ready state with the reason code of 0 (zero).

Derived
from: Agent_Event_Detail

Time in
1-9

The time
that the agent spent in Not Ready state with each of the reason codes 1-9.

Derived
from: Agent_Event_Detail

Time in
50002

Not
Ready Time spent in 50002; a CTI OS component failed, causing the agent to be
logged out. This could be due to closing the agent desktop application,
heartbeat timeout, a CTI OS Server failure, or a CTI OS failure.

Time in
50003

Not
Ready Time spent in 50003; the agent was logged out because the Unified CM
reported the agent's device as out of service.

Time in
50004

Not
Ready Time spent in 50004; the agent was logged out due to agent inactivity as
configured in agent desk settings.

Time in
50010

Not
Ready Time spent in 50010 ; the agent did not receive multiple consecutive
calls routed to him/her. The system makes the agent Not Ready automatically so
that additional calls are not routed to the agent. By default, the number of
consecutive calls missed before the agent is made Not Ready is two.

Time in
50020

Not
Ready Time spent in 50020; for deskilling operations on active agents, the
agent was logged out of the skill group due to a deskilling operation that
removed the skill group assignment to that agent. This reason code is used in
the Agent_Event_Detail record and the Agent_Skill_Group_Logout record to
identify the skill group the agent was removed from (due to the deskilling
operation).

Time in
50030

Not
Ready Time spent in 50030; the agent was logged out because the agent was
logged into a dynamic device target that was using the same dialed number (DN)
as the PG static device target.

Time
in 50040

Not
Ready Time spent in 50040; the mobile agent was logged out because the call
failed.

Time
in 50041

Not
Ready Time spent in 50041; the agent's state was changed to Not Ready because
the call fails when the agent's phone line rings busy.

Time
in 50042

Not
Ready Time spent in 5004; the mobile agent was logged out because the phone
lined is connected when using nailed connection mode.

Time
in 32767

Not
Ready Time spent in 32767; the agent's state was changed to Not Ready because
the agent did not answer a call and the call was redirected to a different
agent or skill group.

Time
in 20001

Not
Ready Time spent in 20001; the agent's state was changed to Not Ready and the
agent was forcibly logged out.

Time
in 20002

Not
Ready Time spent in 20002; the normal logout reason code condition from Not
Ready.

Time
in 20003

Not
Ready Time spent in 20003; the agent is not in Not Ready state. A request is
made to place the agent in Not Ready state and then a logout request is made to
log the agent out.